UGI Heating Cooling & Plumbing

Review: I contracted with UGI HVAC to have a whole house energy audit performed. [redacted] scheduled the audit for UGI. The audit was performed adequately but the paperwork to receive the rebate for the completed audit was never submitted by **. [redacted] even though she assured me via e-mail that it had been. After 4 months of waiting for the rebate and 3 months with no response from **. [redacted] via e-mail or phone, I discovered that the rebate paperwork was never submitted. I submitted the rebate paperwork on my own behalf and continued to contact **. [redacted] about my dissatisfaction. She never returned my calls. I called her boss, [redacted], who assured me that **. [redacted] would call. She never called. I called **. [redacted] again to let him know that she did not call. He suggested that the rebate processing company may have lost the paperwork. Although I doubted his suggestion, I reminded him that does not explain why she did not bother to check that the paperwork had been received by the processing company after my repeated e-mails and phone calls or why she couldn't even bother to respond to my e-mails or phone calls. I specifically contracted with UGI and not a lesser known company due to its reputation for good business. Needless to say, I'm very disappointed.Desired Settlement: I would like a refund of the entire energy audit ($350). I would also like a sincere apology and honest explanation from [redacted] about her lack of response as well as from [redacted] for failing to address the problem promptly.

Consumer

Response:

---------- Forwarded message ----------

From: [redacted], Sean <[redacted]

Date: Tue, Jun 4, 2013 at 4:22 PM

Subject: complaint# [redacted]

To: [email protected]

To whom it may concern,

Regarding complaint# [redacted], I wanted to let you know that I received a phone call from [redacted] of UGI HVAC the day after the complaints were filed with your agency, [redacted] and [redacted]. [redacted] provided a sincere apology and her explanation as to what occurred. She informed me that I will be receiving a full refund for the energy audit. I also received a phone call from [redacted] (?), the supervisor of [redacted]’s supervisor. I fully explained the problem to her and she also offered her sincere apology. While nothing can change the poor experience I had with UGI, I do believe they have made a concerted effort to set things right.

Please let me know if you need anything additional. Thank you.